This document was generated from CDN thread
Created by: Edward Umansky on 23-07-2013 06:12:32 PM
Does anyone know if there's a way to run code when a call abandons in queue versus routing to an agent? I tried using the End of Call class, but it gets a "hangup" reason whether it was a hangup or ICM interrupted the script to send the call to an agent. I haven't found anything that distinguishes these two from the perspective of the End of Call class.
Subject: Re: New Message from Edward Umansky in Customer Voice Portal (CVP) - CVP -
Replied by: Janine Graves on 24-07-2013 06:46:48 AM
Ed,
Perhaps you could use the ReqIcmLabel (or an API call ) to query ICM (or
the Call Server) to see if the callid (CallGUID) is still active.
Don't know how you'd do this, but perhaps there's a way.
Janine
Subject: RE: Capture abandon in queue with in Comprehensive mode
Replied by: Paul Tindall on 25-07-2013 07:45:49 AM
Unfortunately, on the VoiceXML call leg both look identical from a call signalling perspective. The only component that knows which one happened is the CVP Call Server, so if you're using the CVP reporting server I think the cause written to the call event table should allow you to discriminate.
